Financing payoff and early buyout

How do we let a customer pay off a device installment balance early, close the agreement and release the device, with the payoff figure correct and the record updated?

Make the payoff a figure from the agreement and a payment on a secure screen. Callvu authenticates the customer, prefills the agreement (the device, the remaining balance, the installments paid, any promotional credits and their conditions, the prepayment terms), computes the payoff figure as the agreement provides (the remaining principal with no prepayment penalty where the agreement and the law provide, the effect on promotional credits shown), presents it with the consequences (the credits that stop, the plan requirement that ends, the unlock eligibility that follows), takes the payment on a secure screen the agent never sees, closes the agreement on the payment's clearance, releases the device from the financing hold and the unlock condition, and writes the payoff, the closed agreement and the device's status to the BSS, the system of record, and billing with the confirmation and the paid-in-full statement.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

The customer paid off the phone to unlock it, lost the promotional credits nobody mentioned, and the unlock still said 'balance due' for a week.

Today, without Callvu

Paying off a device early is simple money and complicated consequences: the balance is a figure the agreement defines, but the promotional credits that were offsetting the installments stop when the agreement closes, the unlock eligibility depends on the payoff posting, and the plan requirement tied to the financing ends. The agent reads a balance from one screen, the payment posts in another, the agreement closes in a batch, and the customer discovers each consequence separately.

Regulation Z governs the prepayment terms of a closed-end agreement and the disclosure of any penalty (most device agreements have none), and the payoff statement a customer is entitled to; the promotional credit terms are the carrier's and must be disclosed as they were at the sale; the device's unlock condition clears on the payoff. The figure is a computation, the consequences are known, and the payment should be on a screen that keeps the card away from the agent.

A payoff with the consequences shown first is a customer who chose it, and a device that unlocks when the money clears.

How it runs

From the requestto the system of record.

A customer requests a device payoff in the app, the web, the store or on a call, or as a step in an unlock, a cancellation or an upgrade. Callvu authenticates them and opens the payoff on the agreement.

Customer: Sees the payoff figure and the consequences, pays on a secure screen, and receives the paid-in-full statement.
Agent: Sees the same figure and consequences and sends the link for the payment.
Billing desk: Decides figure disputes and credit exceptions in the Decision Desk.
Callvu: Prefills, computes, presents, takes the payment, closes the agreement, releases the device, routes and writes.

Prefill the agreement
The device, the installment agreement with its remaining balance and installments paid, the promotional credits applied against it and their conditions, the prepayment terms, the plan requirement tied to the financing, and the device's lock status are prefilled from the BSS and billing.
Compute and present the payoff
The payoff figure is computed as the agreement provides (the remaining principal, with no prepayment penalty where the agreement and the law provide none, and any accrued charge the agreement allows), and presented with the consequences: the promotional credits that stop at closure and their remaining value, the plan requirement that ends, the unlock eligibility that follows the payoff, and the effect on the next bill; the customer confirms they want to proceed.
Pay and decide exceptions
The payment is taken on a secure screen the agent never sees (a card, a bank account, or a stored method) through the payment process; a dispute of the figure, a promotional credit the customer believes should continue, a payoff tied to a trade-in or an upgrade with special terms, or a business account's authorization goes to the billing desk in the Decision Desk with the agreement and only the allowed outcomes: confirm the figure, apply the credit per the terms with the reason, or hold with the reason.
Close, release and write back
On the payment's clearance the agreement is closed as paid in full, the device is released from the financing hold and the unlock condition is cleared (with the unlock process notified where a request is pending), the plan requirement is removed, the credits are ended per the terms, and the payoff, the closed agreement and the device status are written to the BSS, the system of record, and billing, with the paid-in-full statement delivered to the customer.

Where it ends: The customer saw the payoff figure and every consequence before paying, paid on a secure screen, and the agreement closed, the device released and the record updated the moment the payment cleared. The Decision Trace shows the computation, the consequences shown and any decision; the Audit Trace shows the presentation, the payment, the closure and the writes with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

TILA (Reg Z, 12 CFR 1026.18(k) and 1026.36(c)(3)): The closed-end disclosures state whether a prepayment penalty may be charged or a rebate of the finance charge is due on early payoff, and a creditor must provide an accurate payoff statement within a reasonable time of a request (seven business days for a consumer credit transaction secured by a dwelling, and promptly for others under the carrier's policy); the device payoff follows the agreement's disclosed prepayment terms, which for most device agreements means the remaining principal with no penalty.
Promotional credit terms and the FCC truth-in-billing rules (47 CFR 64.2401): The promotional credits offsetting installments carry conditions disclosed at the sale (the agreement kept open for the term, the line active, the plan maintained), and ending them on an early payoff must be billed as disclosed; the payoff screen shows the remaining value the customer forgoes before they pay.
PCI DSS and the unlocking commitment: The payoff payment is captured on a secure screen outside the agent's view and the call recording; the unlock condition tied to the financing clears on the payoff under the carrier's unlocking policy, with the unlock process notified.

Company policies

The payoff figure comes from the agreement's terms, computed, never read from a screen by an agent.
The consequences (credits, plan requirement, unlock) are shown before the payment.
The payment is on a secure screen; the agreement closes on clearance and the device releases at once.
The BSS is the system of record for the closed agreement and the device status; billing records the payoff.

Controls

Agreement prefill with credits and conditions.
Payoff computation under the prepayment terms.
Consequence display and confirmation.
Secure payment capture.
Decision Desk for figure disputes and credit exceptions.
Closure on clearance, device release and BSS and billing write.

Clocks and deadlines

Payoff statement: Promptly on request, computed as of the payment date.
Closure and release: On the payment's clearance, with the unlock process notified at once.
Credits: Ended on the closure per the disclosed terms, shown on the next bill.

Documents and checks

The agreement as prefilled
The payoff figure and the consequences as shown
The payment receipt
Any decision
The closed agreement, the device status and the paid-in-full statement

In the Decision Trace

The computation and the terms applied.
The consequences shown and confirmed.
Any decision and the person.

In the Audit Trace

The presentation with time.
The payment with time.
The closure, the release and the writes.

The handoff

Between the front doorand the back office.

The front door

The app, the web, the store or a call with a link; the customer sees the figure and pays on their secure screen.

The back office

The billing desk decides only disputes and credit exceptions; the closure and the release run from the payment.

The Decision Desk

A disputed figure, a credit the customer believes should continue, a payoff tied to special upgrade or trade-in terms, or a business authorization question goes to the billing desk in the Decision Desk with the agreement and only confirm the figure, apply the credit per the terms, or hold with the reason.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

AT&T runs close to 100 processes on Callvu, used by 55,000 agents.

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Questions

What buyers ask next,answered plainly.

How is the payoff figure computed?

From the agreement's prepayment terms: the remaining principal, with no penalty where the agreement and the law provide none, as of the payment date, and shown with the consequences before the customer pays.

What happens to promotional credits?

They end at the agreement's closure per the terms disclosed at the sale; the remaining value the customer forgoes is shown before the payment.

When can the device be unlocked?

The unlock condition tied to the financing clears the moment the payment clears and the agreement closes, with the unlock process notified.

Related processes

Device financing agreements Device unlock request Device upgrade and trade-in Disconnect and cancellation Try it in the sandbox All telecom processes

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